The My Queue page is a personalized list of tickets that are displayed according to the way you've set it up on your My Settings page.

The reason you're seeing the same ticket appear more than once in your My Queue, is because you may have set more than one condition, and there're tickets that match both these conditions at the same time.

Let's take the below conditions as an example.

"Acme Support" is a part of "Any Category", "Assigned to me" is a part of "Any assignment", and there can be tickets that are unresponded to and in a pending status. With conditions as these, you may end up seeing more than one entry of the same ticket, since both conditions have values that are a part of each other.

While it is possible to have more than one condition to personalize your My Queue, we generally recommend having conditions that would not have values that are a subset of each other.

Click here, for more information on how the My Queue works.

Got more questions on this? Send us an email to support@happyfox.com, or chat with us through the widget below.